Matkahuolto - Questions and answers about travelling by bus

Questions and answers about travelling by bus

I am planning to take an express bus from Helsinki to Lahti. Can I get on the bus at any bus stop along the route?

Express and non-stop express busses stop only at specific express stops indicated in the timetables. Express bus stops are marked with the blue long-distance sign and a special sign saying "PIKAVUORO" (Express). It is a good idea to check the express bus stops using the timetable search because the routes may vary depending on departure times, etc.To see an accurate route description, select your bus from the search results in the ?Service? column.

How do I recognise the right stop?

As a rule, passengers board and get off the bus at locations marked by traffic signs. The signs are determined by road traffic regulations. The sign for local services is yellow with a black bus symbol. The sign for long-distance services is blue with a white bus symbol. The sign for express services is blue with the text "PIKAVUORO SNABBTUR" in white.

In express traffic, passengers may only be picked up or dropped off at the specific locations indicated in the bus company?s operating license (express bus stops).

When you want to get on a bus, clearly flag down the bus. When you want to get off, press the stop button in time.

Be extra careful when at the bus stop and its immediate vicinity.

Do I have to show my ID or other card required for the discount on the bus as well?

When using a personal ticket, you have to be able to prove your identity. If you are entitled to a discount in the bus fare, you have to prove your right to it when paying and when on the bus (students, pensioners, etc.).

Is it compulsory to wear a seat belt on the bus?

If the bus is equipped with seat belts, it is obligatory for the passengers, and at their responsibility, to wear it. Failure to use the seat belt may carry a fine that is always payable by the passenger.

How old must a child be in order to travel alone by bus?

There is no age limit for children travelling alone. Ultimately, the responsibility rests with the parents. ExpressBus and the Koiviston Auto Group offer a Travel Pass for unaccompanied minors. The Travel Pass form is filled in to show the child's name and the contact details of the people seeing off and receiving the child. Travel Passes are available free of charge from Matkahuolto when the ticket is purchased.

What is required when travelling with an infant? Should I take along my own baby safety seat?

No general instructions for travelling with infants have been given. You may take along your own safety seat, but only the newest busses have seat belts on every seat.

Can dogs/cats/other animals be transported on busses? How much does it cost?

Pets may be transported on busses. According to the recommendations issued by the Finnish Bus and Coach Association for the transport of animals, ordinary and non-dangerous pets can be transported by bus accompanied by a companion and at his or her responsibility, provided that there is room on the bus. Pets are placed on the bus in a location that causes minimum inconvenience to passengers. Pets may not be placed on seats or allowed to roam. Any allergy sufferers already on the bus have the primary right to select their seats and, if necessary, even ask the driver to prevent a pet from boarding the bus. Co-passengers are not, however, entitled to prevent a guide or assistant dog from boarding the bus.

A bus company may charge a fare for the pet that varies from one company to another. Contact the bus company to find out about the amount of the charge.

How much and how big can the luggage I take with me be?

According to the recommendations of the Finnish Bus and Coach Association, ordinary hand luggage is transported free of charge at the feet of the passenger or on the shelves. Other luggage will be placed in the hold. No hand luggage transported in the passenger compartment may be so big as to prevent co-passengers from having a comfortable ride. On a long-distance bus, the passenger may carry two suitcases or bags in the hold free of charge. If you want to take a bicycle or pram or other large luggage with you, notify Matkahuolto or the bus company 24 hours in advance. The bus operator may charge a fare for transporting large pieces of goods.

Can I take my bicycle with me? What is the charge? Should I notify somebody in advance?

Bicycles are carried if there is room in the hold. It is advisable to notify the bus company of any bicycle one day in advance. To see the contact details of the company, click your bus in the search results. Usually the charge for transporting bicycles is € 3 to 10. The amount varies according to the company.

I would like to listen to the radio on the bus. Can I ask the driver to switch it on?

The possibility of listening to the radio on the bus varies according to the company and type of transport. According to the recommendation given by the Bus and Coach Association, listening to the radio is permitted as long as it does not disturb co-passengers. The volume will be adjusted to a level that is audible but permits normal conversation between passengers. The radio must be switched off if even one passenger asks for it.

Passengers may use their own radios and portable music players with earphones as long as this does not disturb other passengers.

The driver is talking on his or her mobile phone while driving. Is it permitted?

According to the recommendation of the Bus and Coach Association, the driver may make phone calls required by his or her duties within the limits imposed by the Road Traffic Act.

Passengers may use their mobile phones as long as this does not disturb other passengers.

Can I eat and drink on the bus?

It is permissible to eat and drink on the bus if you are careful about and are tidy as long as the item involved is not specifically forbidden (such as ice cream and grill snacks).

Drinking alcohol and using other toxicants and smoking are always forbidden on the bus.

I easily get travel sick. What precautions can I take?

People who get easily travel sick should sit in the front of the bus.

Any cost of cleaning caused by travel sickness must be paid by the passenger. The charge depends on the company involved.

What happens if a passenger disturbs co-passengers or staff or vandalizes the bus?

All passengers have the right to enjoy a comfortable bus ride. The staff must be allowed to do their job without interference. The staff members have the right to remove from the bus any passenger who is causing a disturbance and continues to do so despite being warned to stop doing so by the staff. If the passenger cannot be removed immediately, the staff members have the right, if necessary, to restrain him or her until removal is possible. Co-passengers have the right, at the staff members' request, to assist in removing or restraining a passenger causing a disturbance. If necessary, staff members are entitled to request executive assistance from police. A passenger may not be removed from the bus if this would jeopardise his or her health. Passengers are requested to inform the driver of any vandalism taking place in the bus. Passengers are liable to pay compensation for any damage caused to the bus.

I left my bag on the bus by mistake. Where can I turn to inquire about lost and found items?

Inquiries about items left on the bus can be made directly to the bus company involved. Matkahuolto does not operate any centralised lost and found service.

The bus was late or was cancelled. Who will pay for this?

Any claim for compensation for the delay or cancellation of bus service will always be processed and settled on a case-by-case basis. The customer must try and contact the bus company immediately if he or she runs a risk of incurring additional travel costs as a result of any delay or cancellation of bus service. The bus company is not liable to pay compensation for the cost incurred by the customer if the delay in, or cancellation of, the service is due to force majeure circumstances beyond the control of the company. The driver is not entitled to pay any compensation demanded by passengers out of the cash bag in his or her possession, the money being the property of the company. If the trip is interrupted because of a technical problem with the bus, etc., the driver will be able to provide information about substitute services. If possible, connecting services are provided primarily by bus. The bus company is not liable for any additional loss or damage that the passenger could have reasonably avoided. Passengers should take into account that difficult road conditions and traffic congestion may extend the scheduled travel time. Passengers are requested to note that special timetables may apply around Christmas, Easter, Midsummer, etc.

I would like to propose changes to bus timetables/routes. Whom can I turn to?

Bus timetables are not planned by Matkahuolto but by the individual bus companies. Therefore, it is advisable to express the wishes concerning timetables, as well as other feedback, directly to the company involved.

I would like thank the driver for excellent service. Whom should I turn to?

All feedback and comments concerning bus companies should be directed to the company involved. Contact details can be found in the timetable search service and on the ticket receipt.